Refund policy

Return & Refund Policy

Last Updated: September 6, 2026

At NYVELLA, we want you to be completely happy with your purchase. If you receive a product that is damaged, defective, incorrect, or does not meet the eligible return conditions below, you may request a return within 7 days of delivery.

1. Eligibility for Returns

To be eligible for a return:

The return request must be made within 7 days of receiving your order.
The product must be unused, unworn, unwashed, and in its original condition.
The product must have its original packaging, tags, labels, accessories, and invoices where applicable.
Products should be returned in suitable packaging to prevent damage during transit.
We may ask you to provide photographs or videos of the product to verify the issue.

2. Items That Cannot Be Returned

For hygiene, safety, and product-quality reasons, certain products may not be eligible for return, including:

Used or worn products
Washed or altered products
Products without original tags or packaging
Innerwear, lingerie, and other hygiene-sensitive products
Cosmetics, beauty, skincare, or personal-care products that have been opened or used
Products specifically marked as Non-Returnable on the product page
Clearance or final-sale products, where clearly mentioned

3. Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, or different from what you ordered, please contact us within 24 hours of delivery.

Please provide:

Your order number
Clear photographs/videos of the product
Photographs of the packaging and shipping label
A brief description of the issue

After verification, we may offer a replacement, exchange, or refund, depending on the circumstances and availability of the product.

4. Return Process

To request a return, contact us through the customer-support details provided on our website with your:

Order Number:
Name:
Reason for Return:
Photos/Videos, if applicable:

Our team will review your request and provide further instructions if the return is approved.

Please do not send products back to us before receiving return instructions from NYVELLA.

5. Refunds

Once the returned product is received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be processed to your original payment method, where applicable.

The time taken for the refund to appear in your account may depend on your bank, payment gateway, or card issuer.

For Cash on Delivery (COD) orders, where applicable, we may request valid bank account or other payment details necessary to process the refund.

6. Return Shipping Charges

If the return is due to:

A damaged product
A defective product
An incorrect product being delivered

NYVELLA may bear the applicable return shipping cost, subject to verification.

For returns due to change of mind, incorrect size selection, personal preference, or other reasons not caused by NYVELLA, return shipping charges may be deducted from the refund or may be payable by the customer, depending on the product and applicable return terms.

7. Exchanges

Exchange requests are subject to product availability and eligibility.

If the requested replacement product is unavailable, we may provide another appropriate resolution, such as a refund, where applicable.

8. Return Rejection

A return may be rejected if the product:

Shows signs of use, washing, or wear
Has been damaged after delivery due to customer handling
Is missing original tags, packaging, or accessories
Is returned after the applicable return period
Is listed as non-returnable
Does not meet the eligibility requirements described in this policy

9. Order Cancellation

Cancellation requests should be made as soon as possible after placing an order.

Once an order has been processed, packed, or shipped, cancellation may no longer be possible. In such cases, the order may be handled according to our return policy.

10. Refund Delays

If you have not received your refund after the expected processing period, please first check your bank account or payment method. You may also contact your bank or payment provider.

If the refund is still not received, please contact NYVELLA customer support with your order details.